Ordering, Payment and Shipping FAQ Guide
At BorneoCraft, we make ordering simple and secure through trusted payment gateways. Your handcrafted artisan products are shipped worldwide with tracking, so you can follow your order every step of the way. Every purchase supports our work with rural communities in Borneo and helps turn skills into real opportunities.
By placing an order, we kindly assume you’ve reviewed and agreed to our policies and procedures. This helps ensure transparency and sets clear expectations — creating a smooth and respectful experience for you.
Frequently Asked Questions (FAQ)
Ordering
1. How do I place an order?
Just browse our handcrafted artisan product collections, add your favorite items to the cart, and follow the secure checkout process.
You’ll receive an order confirmation email once your purchase is complete.
2. Do you offer pre-orders?
Yes! Some of our items are available for pre-order. These pieces are made to order by our rural women community to reduce waste and ensure quality. Estimated production and delivery timelines are clearly stated on each product page.
Pre-orders require full payment upfront and are crafted especially for you — thank you for your patience and for supporting thoughtful, ethical making.
3. Can I change or cancel my order after placing it?
If your order hasn’t been processed or packed yet, please contact us as soon as possible and we’ll do our best to help.
However, please note that pre-ordered items may not be cancellable once production has started.
4. How will I know if my order is confirmed?
After completing payment, you’ll receive an automated confirmation email with your invoice.
Didn’t see it? Check your spam or junk folder — and feel free to contact us if you need help.
5. Can I order multiple items together?
Yes! You can order multiple items in one order. Simply add everything you want to your cart and check out together.
Your items will usually be packed and shipped together, unless any item is on pre-order or has a different production timeline — in that case, we’ll keep you updated.
6. When is your daily cutoff time for processing orders?
Our daily cutoff time is 10:00 AM (Malaysian time). Orders confirmed before this time will be reviewed the same day. Typically, orders are processed within 1–2 business days after payment confirmation.
You’ll receive an email notification once your item is packed and ready for shipping. Thank you for your patience.
7. Can I get notified when a sold-out item is restocked?
Yes! You can leave your email on the product page to be notified once it’s back in stock. You’re also welcome to chat with us directly — we’re happy to check restock details for you.
Payment
1. What payment methods do you accept?
We accept the following secure payment methods - Visa & Mastercard (Credit / Debit), Google Play and Apple Pay. All payments are processed through 3 trusted gateways - HitPay, Stripe, and PayPal. All transactions are encrypted and securely handled by trusted payment gateways.
2. What currency do you use?
Our store automatically shows prices in your local currency when available. You can also switch currencies anytime using the currency selector at the bottom-left corner of the screen.
At checkout, the final charge may be processed in our base currency, and your bank or payment provider will handle the conversion for you.
3. How do I know if my payment was successful?
Once your payment goes through, you’ll receive an automatic confirmation email from BorneoCraft with your invoice. This means your order has been successfully placed.
If you don’t see it in your inbox, be sure to check your spam or junk folder.
4. What should I do if my payment fails or is declined?
If your payment doesn’t go through, here are a few things you can try:
- Use a different card or payment method
- Double-check your billing information
- Contact your bank for more details
5. Can I leave a tip at checkout?
Yes! During checkout, you’ll have the option to leave a tip.
100% of your tip goes directly toward supporting the platform, people, and innovation behind BorneoCraft—helping us sustain and grow our impact.
Every tip makes a real difference. Thank you for your support!
7. Should I be concerned about payment scams?
Your safety is our priority. BorneoCraft will never ask for your payment details outside of our official website. All purchases must be completed only through our secure checkout page using our trusted payment gateways.
If you ever receive suspicious messages, emails, or payment requests, please contact us immediately via chat or email.
Kindly include a screenshot of the issue — we’ll get back to you as soon as possible to assist and ensure your shopping experience remains safe and worry-free.
8. Where does my payment go?
100% of all payments and sales are channeled directly into the Hopes Malaysia Impact Hub (social enterprise) account.
Your support / purchase is reinvested into empowering rural artisan community, sustaining the BorneoCraft initiative, and funding long-term community programmes that uplift rural villagers.
Shipping
1. Do you ship internationally?
Yes, we offer worldwide shipping with tracking. No matter where you are, your handcrafted pieces will be delivered safely to your door.
2. How long does shipping take?
Orders are typically processed within 1–2 business days after payment confirmation. Delivery times vary by countries, and you’ll receive a tracking number once your parcel is on its way.
For pre-order items, please refer to the estimated crafting and shipping timeframe on the product page, as these are made-to-order by our artisans.
3. Will my order arrive in one parcel?
Usually, yes! Most orders are packed and shipped together in one parcel.
In some cases—such as when your order includes a pre-order item or items with different production timelines—your order may be sent in separate shipments.
If that happens, we’ll keep you updated and provide tracking details for each shipment.
4. What if my order includes pre-order and ready-stock items?
We may ship them in one parcel.
However, if you prefer to receive available items first, consider placing separate orders for pre-order and ready-stock items. Each parcel will come with its own tracking information.
5. How much does shipping cost?
Shipping is calculated based on your location, and you’ll see the full cost clearly at checkout. No hidden fees or complicated calculations, just one clear rate based on your region.
6. Do you offer free shipping worldwide?
Yes, we offer free worldwide shipping for orders over USD 99. The discount will apply automatically at checkout — no code needed.
